Senior Customer Care Specialist (Manheim)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Sr Customer Care Specialist

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 15% of the time

Work Shift

Day

Compensation

Hourly base pay rate is $21.06 - $31.63/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

*Candidate must live in the Phoenix, AZ or Atlanta, GA area. This is a remote position but there is a potential to go hybrid in the future in either Phoenix or Atlanta* ​

Key Responsibilities: 

• Serve as an escalation point for CCRs needing assistance with more in-depth customer requests. 

• Assist in (or conduct) training CCRs in new products, pricing, services, and processes/procedures 

• Consult supervisor as needed for problem/complex request resolutions.  

• Provide input for improvements, diagnostic tools, and process changes. 

• Monitor queues to proactively look for trends, changes, and potential issues  

• Back log management 

• Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation, including central functions such as IT (Information Technology) or Product, or any such Manheim Partners. 

• Consult and maintain relationships with shippers and carriers to educate them about Central Dispatch and Manhiem. 

• May also perform additional duties such as; data analysis, project management, reporting, training. 

• Travel – Infrequent 

• Friendly and professional tone and demeanor 

• Can-do attitude, self-starter with a willingness to assist in all functional areas as needed. 

 

Skills: 

• Capable of interacting effectively with clients and vendors as well as managers and peers. 

• Working knowledge and proficiency with Microsoft Office applications and Sales Force 

• Excellent verbal and written communications and interpersonal skills. Bi-lingual, a plus.  

• Effective problem solving and technical troubleshooting skills 

• Ability to work independently as well as in a team environment 

• Ability to manage multiple projects simultaneously 

• Ability to work different shifts (must be available from Monday thru Friday 5:00AM to 5:00PM PST) 

• Willingness to work overtime 

 

Qualifications: 

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combin